{"id":497,"date":"2019-10-09T12:08:08","date_gmt":"2019-10-09T12:08:08","guid":{"rendered":"https:\/\/staging.txtbox.in\/docs\/salesforce-quickstart\/?post_type=lsvr_kba&p=497"},"modified":"2020-04-24T05:20:50","modified_gmt":"2020-04-24T05:20:50","slug":"managing-responses-and-working-as-an-effective-team","status":"publish","type":"lsvr_kba","link":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/knowledge-base\/managing-responses-and-working-as-an-effective-team\/","title":{"rendered":"Managing Responses and Working as an Effective Team"},"content":{"rendered":"\n
We solve messaging for sales, service, marketing, and other teams and following are the key use cases that get you quickly started: <\/p>\n\n\n\n
Managing responses to Customers <\/li>
Working as an Effective Team <\/li><\/ul>\n\n\n\n
Managing responses to Customers<\/h3>\n\n\n\n
Team Specific<\/strong><\/td>
Use cases<\/strong><\/td>
How to Get Started<\/strong><\/td><\/tr>
Sales <\/td>
How to see all my Unread Conversations ?:<\/strong> Ben and John in Morgans team wants to act on unread messages <\/td>
Use the \u201cUnread conversation\u201d filter for the sales team <\/td><\/tr>
Sales<\/td>
How to View and Act on Multiple Conversations ?:<\/strong> Ben and John again want to manage multiple conversations at a go in a single window<\/td>
Click on \u201cView Details\u201d on each conversation opens it on a separate tab within the converse desk <\/td><\/tr>
Service <\/td>
Open Conversations: <\/strong>Thomas works to close cases and he wants to act on open cases conversations<\/td>
Use \u201cOpen Conversations\u201d and \u201cClose conversations\u201d filters in Desk <\/td><\/tr>
Marketing <\/td>
Automated Conversations:<\/strong>Seema got progressive profiling setup from Rony and now she wants to interact with users who have left out automation flow and are cold<\/td>
Use Global filter help to filter conversations based on \u201cConverse apps\u201d <\/td><\/tr>
Sales, Service, Marketing<\/td>
Filtered Conversations: <\/strong>Teams want to act on custom inbox with their list of conversations only<\/td>
Custom Listview on Contact, Sales, Cases, Leads, Opportunity, Conversations object, and custom objects helps to create a custom inbox<\/td><\/tr>
General<\/td>
Multimedia Messaging:<\/strong> John wants to send images, videos, emojis, and templates for each conversation and use CRM actions (create a new lead, new case, new contact, etc.) to act right away within conversations <\/td>
Images, Videos, Emojis, Templates (Primary and Cross Objects), CRM Actions are all supported in Desk with individual conversations threads<\/td><\/tr>
General<\/td>
Search Conversations:<\/strong> John searches usually conversations by phone number or name <\/td>
Search conversations based on the mobile number and the name of the recipient<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
Working as an Effective Team<\/h3>\n\n\n\n
Team Specific<\/strong><\/td>
Use cases<\/strong><\/td>
How to Get Started<\/strong><\/td><\/tr>
Sales<\/td>
How to Assign Conversations ?: <\/strong>Morgan figures out a salesforce queue with Rony\u2019s help and he got ben and john included there and now he wants to assign conversations to queue<\/td>
Use the \u201cAssign Conversations\u201d feature to assign the single or bulk conversation to a queue or user<\/td><\/tr>
Sales <\/td>
How to do Round-robin Assignment ?:<\/strong> Morgan has figured out that queue setup is taking time and he wants leads to be assigned in a round-robin fashion to agents<\/td>
Round robin and queue setup, both are configurable, contact at care@screen-magic.com<\/td><\/tr>
Service<\/td>
Canned Templates:<\/strong> Thomas is allowed to communicate to customers using canned responses only<\/td>
Canned responses use pre-defined templates, configure it in conversations sections in Settings <\/td><\/tr>
Marketing <\/td>
Bulk Campaigns:<\/strong> Seema runs bulk campaigns to list of leads and nurture them with automation <\/td>
Bulk SMS feature with trigger sources can fulfill this use-case<\/td><\/tr>
Marketing <\/td>
Recurring Messaging:<\/strong> Seema uses the marketing plan to run SMS scheduled recurring campaigns across weeks<\/td>
Use the \u201cSchedule\u201d feature on Bulk SMS on the list, reports, salesforce campaigns & campaign manager <\/td><\/tr>
General<\/td>
Related Conversations across Objects:<\/strong> John was working along with Thomas on one customer issue and he wants to see all communications to customer across salesforce org<\/td>
With \u201cRelated conversations\u201d you can pull up parent and siblings conversations <\/td><\/tr>
Set Object-specific templates and use information objects for cross objects merge fields <\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"
We solve messaging for sales, service, marketing, and other teams and following are the key use cases that get you quickly started: Managing responses to Customers Working as an Effective Team Managing responses to Customers Team Specific Use cases How to Get Started Sales How to see all my Unread Conversations ?: Ben and John in […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"lsvr_kba_cat":[30],"lsvr_kba_tag":[],"class_list":["post-497","lsvr_kba","type-lsvr_kba","status-publish","format-standard","hentry","lsvr_kba_cat-messaging-and-conversation"],"_links":{"self":[{"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/lsvr_kba\/497","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/lsvr_kba"}],"about":[{"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/types\/lsvr_kba"}],"author":[{"embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/comments?post=497"}],"version-history":[{"count":4,"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/lsvr_kba\/497\/revisions"}],"predecessor-version":[{"id":901,"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/lsvr_kba\/497\/revisions\/901"}],"wp:attachment":[{"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/media?parent=497"}],"wp:term":[{"taxonomy":"lsvr_kba_cat","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/lsvr_kba_cat?post=497"},{"taxonomy":"lsvr_kba_tag","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/sf-quickstart\/wp-json\/wp\/v2\/lsvr_kba_tag?post=497"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}